1St Line Team Lead

Location: Paddock Wood (office-based)

Reporting to: Service Delivery Manager

Are you already leading a 1st Line team and looking for a new challenge? Do you enjoy coaching engineers, improving service delivery, and leading by example? Would you like to join a company that values collaboration, growth, and technical excellence? If so, this could be your next move.

The Role

As 1st Line Team Leader, you will take ownership of a team of skilled engineers, guiding their performance, development, and day‑to‑day activities. You will balance hands‑on technical support with leadership responsibilities around two‑thirds of your time will be spent resolving issues and providing technical direction, and the rest focused on mentoring, process improvement, and driving service quality. You will act as the go‑to escalation point for your team, ensuring tickets are handled efficiently and customer satisfaction remains consistently high. This is a role where your technical knowledge and leadership skills will make a real impact both on the team and on the wider business.

What You Will Be Doing

• Manage, motivate, and mentor your 1st Line Engineers through regular 1‑2‑1s and coaching.
• Create a positive, collaborative environment where people can do their best work.
• Set clear goals and drive accountability across the team.
• Be the Technical Escalation Point.
• Provide expert guidance and hands‑on assistance for complex 1st Line issues.
• Lead root cause analysis and ensure knowledge is documented and shared.
• Maintain a strong working knowledge of Microsoft technologies and infrastructure.
• Champion Service Excellence.
• Identify and implement process improvements across the service desk.
• Contribute to documentation and promote best practice across the team.
• Keep SLAs and KPIs on track, with a focus on customer satisfaction and efficiency.

What We Are Looking For

• Proven experience as a 1st Line or Service Desk Team Leader, ideally within an MSP or similar environment.
• Strong technical background across Microsoft infrastructure (Windows OS, Office 365, Active Directory, Server OS).
• A calm, methodical approach to problem‑solving and escalation management.
• Excellent communication skills and the confidence to engage with clients and colleagues at all levels.
• Experience working to SLAs and KPIs, with a focus on continuous improvement.
• Certifications such as Microsoft, ITIL or CompTIA would be beneficial, but not essential.

Why Join?

You will be part of a collaborative, people‑first MSP where leadership is about empowering others, not managing from a distance. The company invests in training, development, and technology, giving you the tools and autonomy to lead your team effectively and keep growing yourself. Interested? Apply today or get in touch for a confidential chat we would love to tell you more about the team and what makes this opportunity stand out.